Cisco Cisco Unified Contact Center Enterprise 9.0(2) Betriebsanweisung
IPCC Agent Report Templates
agtskg21: Agent Skill Group Task Summary Half Hour Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Direct In Tasks
The number of times that this agent received a direct internal or external incoming
task. This includes direct tasks that were received from another agent via the transfer
or conference key that dialed the agent’s extension directly without going through ICM
scripting.
task. This includes direct tasks that were received from another agent via the transfer
or conference key that dialed the agent’s extension directly without going through ICM
scripting.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Direct In Time
The time the agent spent on direct incoming tasks, measured in HH:MM:SS (hours,
minutes, seconds).
minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf
*External Out Tasks
The number of external outgoing tasks that the agent made from the ACD extension.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Time
The time the agent spent on outgoing external tasks, measured in HH:MM:SS (hours,
minutes, seconds). Includes hold time.
minutes, seconds). Includes hold time.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
*Internal Out Tasks
The number of internal outgoing tasks that the agent made from the ACD extension.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Time
The number of seconds spent on internal tasks initiated by the agent during the
half-hour interval. The value is updated in the database when the after-call work time
associated with the task (if any) is completed.
half-hour interval. The value is updated in the database when the after-call work time
associated with the task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf
*Transfer Out
The number tasks this agent transferred out to another agent or skill group. This
includes Consultative Calls if this transfer was consultative-not blind. This value is
updated when the agent completes the transfer of the call.
includes Consultative Calls if this transfer was consultative-not blind. This value is
updated when the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
*Conf Out
The number tasks that this agent conferenced out to another agent or skill group. This
includes consultative Calls.
includes consultative Calls.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Consult
The number of times an agent consulted with another agent or supervisor through the
conference or transfer key. This includes supervisor or emergency assisted tasks.
conference or transfer key. This includes supervisor or emergency assisted tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf